Improving Process Flow in the Office

Agenda

Who relies on you in the office and what do they need?
This session will introduce you to who your internal an external customers are, why they are important and how they impact on office processes and your job.
Stakeholders – who relies on your processes/what you do?
• Using affinity diagrams and surveys to capture high level needs
• Prioritising key needs and establishing key measures to evaluate potential improvements
• Practical exercise gets you to think like a ‘real’ customer and recognise how ‘delighters’ can both acquire and retain customers for your service – be the best!

Steps to deliver change in the office
This session will introduce you to change management concepts, and why they are important when improving your office processes.  Learn how change impacts your office, and how you can ensure that it is effective.
Building awareness and desire to support your office project
• Securing buy-in of planned changes
• How to reduce resistance to changes
Practical exercise will ensure your proposals are accepted – people don’t resist change if it has positive consequences!

What is Process Flow and why should I care?
This session will give you a clear understanding of what process flow is, and how it impacts on your office.  Learn how poor processes can negatively impact on your workflow, and how improvements to process can greatly increase office efficiency and make your job easier.
• What is process flow, and how does it impact on my job
• How can process flow reduce my workload?
• Understanding barriers to flow?
• Selecting key ‘value streams’ to study
Practical Exercise on ‘Learning to see’

Identifying the processes in your office
This session will allow you to accurately describe and map your workflow and current processes, to allow you to identify inefficient processes in the next module.
• Mapping your office workflow
• Instructions on  using process maps, swim lane charts and flow charts
Practical Exercise on interpreting maps to enable you to streamline your processes

Uh oh! I’ve found a problem – identifying issues with processes
Not all processes make your job easier! This session will give you the tools and techniques to help you identify the processes that waste your offices time and money and identify where there is room for improvement.
• Identifying office sources of waste and non value added activities using the 7 Wastes tool
• Interpreting process maps to identify potential areas for improvement
• Practical Exercise is using a Waste Walk to spot issues and being able to prioritise the ones for action
So that’s why this happens! Analysing the causes of process issues

You already know which jobs are slowing you down, but do you know why?
This session will allow you to get to the root cause of the problem, and allow you to work out why that pesky job is slowing the whole office down, and what you can do to improve it.
• Prioritising the areas for improvement
• Getting to the root cause using the 5 Whys
Practical Exercise will demonstrate the use of the 5 Whys and how we can covert issues into focussed solutions

Implementing process improvement
Now that you know where the inefficiencies are, and what’s causing them, you need to do something about them! The next two modules will give you the tools you need to implement a process improvement plan in your office, and communicate them to your team, and your managers.
• Creating and implementing a process improvement plan
• Using visual management techniques and mistake proofing to help sustain the changes
• Relaying out an office area using some customer pull techniques
• Improving workplace organisation using the 5S process for offices
Practical Exercise is ‘So you think you’re trained and can go do it?’ – we practise first by running a simulation that involves improving the flow through a franchise operation called ‘Customised Landscapes’

Let everyone know! Cascading the results throughout the office
• Creating and releasing communication plan

Continually improving the process flow
Process improvement isn’t a one off change, it is continuous.  This session will equip you with the skills you need to ensure that your team is constantly revising processes, to ensure you are always working efficiently and effectively.
• Using a control plan to monitor results
• Embedding the changes with updates to documents and standards
• Audit and review potential improvements
• Arrange to train others

Seminar Wrap up and Conclusions

In-house Training

Prices and Registration

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